Senior Support Specialist

AmeriLife•Overland Park, KS

About The Position

AmeriLife Benefits is seeking a Senior Support Specialist to join its Systems Technology Team. The role provides advanced insurance-system support for the TurnKey Enrollment and Billing platforms to internal and external clients. The specialist primarily works with TurnKey-Selerix, a white-labeled vendor-specific JavaScript scripting engine using C# objects, and completes complex technical work with close attention to detail and accuracy. The position requires managing multiple projects, meeting deadlines, communicating effectively, and coaching internal and external users to help maintain system optimization. Primary work includes resolving support tickets in Salesforce and developing, testing, auditing, and implementing custom payroll, insurance carrier EDI, COBRA, and client census import reports and files. The specialist gathers requirements, participates in setup calls, monitors client or vendor testing, incorporates feedback, and hands off completed work for production implementation and ongoing monitoring. As needed, the role also involves TurnKey case scripting and enrollment case builds, including custom life-event handling, help screens, pop-ups, themes, product and plan rules, and application and form mapping. The specialist provides implementation guidance, reviews plan designs and eligibility requirements, helps obtain accurate census files, updates cases and plans, resolves build issues, and delivers accurate work on time.

Requirements

JavaScript experience is required.
Advanced Excel knowledge is necessary.
Experience with Microsoft Office Suite, including Excel, Word, and Outlook.
Data reconciliation skills.
Strong organizational skills and attention to detail; ability to work efficiently under deadline pressure.
Ability to multitask, prioritize, and manage time efficiently.
Ability to work in a fast-paced team environment and independently.
Strong interpersonal skills and effective oral and written communication with internal and external stakeholders.
Flexibility, adaptability, energy, and self-direction.

Nice To Haves

Familiarity with insurance industry concepts, practices, and procedures is preferred.
Salesforce experience is a plus.

Responsibilities

Become a subject matter expert on Selerix and TurnKey-Selerix.
Work and resolve systems support tickets in Salesforce within specified timelines.
Make approved development changes to existing billing system integration, EDI, COBRA, and payroll reports, and research and resolve report bugs.
Provide resources or guidance to users on report inquiries and user errors.
Gather and review requirements, specifications, and codes for custom payroll reports; participate in payroll file setup calls, build reports, test them internally, monitor client testing, incorporate feedback, implement production files, track recurring files, and conduct periodic audits.
Gather and review requirements, specifications, and codes for insurance carrier 834 and non-834 EDI reports; participate in carrier setup calls, build and internally test reports, audit files against enrollment data, monitor carrier testing, incorporate feedback, and hand off work for production implementation and monitoring.
Gather and review requirements, specifications, and codes for COBRA employer reports; participate in vendor setup calls, build contracted COBRA reports, test payroll and qualifying COBRA events, monitor vendor testing, incorporate feedback, and hand off work for production implementation and monitoring.
Build or develop client-specific census import specifications and account structures; participate in setup calls, test import files, provide feedback, implement files in production, and track recurring files.
Perform approved specialty scripting across TurnKey cases, including custom life-event handling, help screens, pop-ups, case themes, product or plan rules, and application and form mapping.
Set up and renew open-enrollment cases on the TurnKey platform.
Provide implementation guidance to account management teams and clients on case design and setup.
Process or update client-specific JavaScript eligibility rules.
Review benefit plan designs, eligibility rules, and client requirements; provide feedback and collect missing information for successful case setup and rollout.
Build or update cases, eligibility classes, and plans.
Collaborate to obtain accurate and complete client census files.
Complete testing fixes, resolve case-build bugs, and deliver case builds accurately and on time.
Prioritize and manage multiple projects, communicate effectively, meet deadlines, and guide users toward system optimization.